I am a native of Ningbo, China. My college time was mostly spent at the Hong Kong Polytechnic University, except for a one-semester exchange program at Seoul National University. In 2010, I obtained my undergraduate degree with a major in Supply Chain Management and a minor in Applied Mathematics. Then, I moved to University of South Carolina to continue my PhD study in Operations Management. My dissertation, Three Essays on Consumer Product Returns, was chaired by Mike Galbreth. After finishing my PhD in 2014, I was hired by Florida State University.
My current research has three primary themes: consumer returns management, service labor issues, and management of innovative technologies. I investigate the first from a variety of angles, including how a retailer should set its optimal return policy, how an OEM or a retailer could better forecast the quantity of returns, and how a retailer could assess the value of its return policy. For the second, I focus on the context of live-chat contact centers. Research questions include the impact of customer’s waiting experience on the progress of a chat session, agent’s ability to learn from their past experiences, and the customer–agent matching problem. For the third, I look into emerging fintech such as cryptocurrency and crowdfunding platforms. *Photo on the right was taken at an invited research seminar at the Home Depot headquarters. I enjoy doing practice driven research. Please see the industry connection tab for more. |
Education
PhD, University of South Carolina, 2014
BBA, Hong Kong Polytechnic University, 2010
BBA, Hong Kong Polytechnic University, 2010